Improvement of e-government service process via a grey relation agent mechanism

Authors:
Hsing-Hui Yang;Jenn-Long Liu;Michael C. S. Chang;Juh-Cheng Yang
Affiliations:
I-Shou University, Department of Information Engineering, No. 1, Sec. 1, Syuecheng Rd., Dashu District, Kaohsiung City, Taiwan, ROC;I-Shou University, Department of Information Management, Taiwan, ROC;I-Shou University, Department of International Business, Taiwan, ROC;Kaohsiung City Government, Information Management Center, Taiwan, ROC
Venue:
Expert Systems with Applications: An International Journal
Year:
2012

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Abstract

This study employs classification and clustering analyses to promote public officials' service performance and enhance citizens' satisfied process. A descriptive data mining approach is applied to achieve a pattern of citizens' satisfaction, and also establishes a fitting grey relation agent to handle the re-service process when a citizen is unsatisfied for his/her on-line requests. This work collected 2023 cases, which are collected from the satisfaction quantity tables in the On-line Service System of Kaohsiung City Government (OSSKCG) database. These cases are accessed during the period from the first of September 2008 to the thirty-first of August 2009. The results of the study show that our selected seven critical measuring indicators could positively evaluate twenty service items and five citizens' attributes, and could report the service performance or automatically recreate a case after citizen was unsatisfied.